Last updated: September 18, 2026
Most products sold by The Big House Shop are created especially for you after your order is placed. Because these items are made to order, we generally cannot accept returns or exchanges for a change of mind, personal preference, or an incorrectly selected product, color, or size.
We do, however, stand behind the quality of every order. If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us so we can make it right.
Damaged, Defective, or Incorrect Items
Please report damaged, defective, misprinted, incomplete, or incorrect items within 30 days of delivery.
Please include:
- Your name and order number
- A brief description of the problem
- A clear photograph of the entire item
- Close-up photographs showing the damage or defect
- A photograph of the packaging and shipping label, if relevant
After reviewing the information, we may provide a replacement or refund. We normally replace a faulty item when possible, but a refund may be offered when replacement is not practical.
Please do not return an item unless we specifically instruct you to do so. Our made-to-order production partners do not maintain a general customer-returns address.
Sizes and Fit
Please review the size guide and product measurements carefully before ordering clothing or another size-dependent product.
If you receive the size you selected but it does not fit as expected, we generally cannot provide a free exchange, replacement, or refund. Each size is made specifically for the order.
If you receive a different size from the one ordered, the item is mislabeled, or its measurements are materially inconsistent with the published size information, please contact us within 30 days with photographs of the item, its size label, and the item measured on a flat surface with a measuring tape. We will investigate and provide an appropriate replacement or refund when a production or fulfillment error is confirmed.
Change-of-Mind Returns
We do not ordinarily accept returns or issue refunds because the customer changed their mind, no longer wants the product, does not like the design or style, selected the wrong product or size, or no longer needs an item purchased as a gift.
Product photographs and mockups represent the finished item as accurately as possible. Minor differences in color, placement, or finish can occur because of screen settings, materials, and the printing process. Normal variations within reasonable production tolerances are not considered defects.
Nothing in this policy limits rights that cannot legally be excluded.
Cancellations and Changes
Contact us immediately if you need to cancel an order or change its size, product, or delivery address. Production may begin within minutes, so cancellation or modification is not guaranteed.
An order can be canceled without production charges only if we can stop it before production begins. Once production has started, some or all production costs may already have been incurred. Once an order has been printed or shipped, it cannot be canceled or changed.
Sending a cancellation request does not mean the order has been canceled. We will confirm whether we were able to stop it.
Lost or Missing Packages
If tracking has not updated or an order has not arrived by the estimated delivery date, please contact us. Carrier delays do not always mean a package is lost, so we may ask you to allow a reasonable investigation period.
Claims for packages believed to be lost must be submitted within 30 days of the estimated delivery date. If the shipment is confirmed lost, we will ordinarily arrange a replacement. A refund may be considered when replacement is not feasible.
Before contacting us, please check tracking, ask other members of the household, look around the delivery location, and check with neighbors, building staff, or the local carrier.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate delivery address. If an order cannot be delivered because the customer supplied an incorrect or incomplete address, rejected delivery, or failed to collect the package, the cost of producing and shipping a replacement may be the customer’s responsibility.
Refunds
Approved refunds will be returned to the original payment method. The time required for the credit to appear depends on the payment provider and financial institution. Original shipping charges are not ordinarily refundable unless the order was faulty, incorrect, or confirmed lost.
Payment Disputes
If something is wrong with your order, please contact us before opening a PayPal claim, card dispute, or chargeback. We are usually able to investigate fulfillment problems and resolve them quickly. This request does not limit any rights you may have through your payment provider or applicable law.
Contact Us
To report a problem, use our Contact page. Please include your order number.